- Report: #297726
Report - Rebuttal - Arbitrate
Complaint Review: IBM Corporation
IBM Corporation1 New Orchard Road Armonk, New York U.S.A.
IBM Corporation Lenovo Laptop never worked. On hold with service for hours several times, no service. Have phone records. Stuck with bad laptop. Armonk New York
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We installed the cd's as directed but the laptop turned off during or after start up. Again, we made several calls over a period of several weeks and could not get through to service. Meanwhile, my husband had to purchse another laptop. We sent email explaining the problem through IBM's main web site. In spite of the fact that we told IBM that we could not get through on the service line, the email response told us to call the same service number. We re-sent email and did not get a response.
I persisted in calling the service number and would leave my phone on "speaker" while on hold for over an hour or two and each time the call was not answered. Finally, after months of trying, someone answered. (The laptop was still in the warranty period of 1 year at this point but it was coming toward the end of the period). The technician walked me through steps to remove something from the back of the machine, reinstall it and then turn on the laptop again. The laptop remained on for 5 minutes and we thought perhaps the problme had been solved. I asked what I could do if the problem persisted and the technician said I would have to call support again. The service technician's name was Paul and the confirnmation number was # 23-Q8G8D. Shortly after hanging up with service the machine turned off and continues to turn off during or a few minutes after start up.
I tried calling service a few more times and emailed IBM. Again, I tried many times and could not get through. Eventually, I reached someone through email (Rohan Dewangan) and then (Ashwini Nicholas) who again told me to call tech support. I demanded to communicate with a supervisor.
I was put in touch with a supervisor (Ewell A. Lammy) her direct number is 770-858-8861. I explained all of the above that the problem existed from the begining. She agreed and noted the service calls she had on record. She had me try a few things and said she thought it was a hardware issue and said she had to discuss the issue and would call me back. She did not call and instead emailed me the next day. She said IBM would send me a new battery but that if that didn't solve the problem the warranty period had ended and they would not cover anything further.
I received the battery today and charged it in the machine for several hours and still have the same probelm of the laptop turning off during or minutes after start up. I emailed Ewell and she said IBM would not cover the machine telling me that it is no longer under warranty.
In summary, we purchased a non-functional lap top, did not receive the promised 24/7 technical support promised. We were bumped off until the warranty period ended and never received a solution. We want a full refund at this point as we had no choice but to purchase another laptop. (From Dell)
This report was posted on Ripoff Report on 01/07/2008 10:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/IBM-Corporation/Armonk-New-York-10504-1722/IBM-Corporation-Lenovo-Laptop-never-worked-On-hold-with-service-for-hours-several-times-297726. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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